Ocean Customer Management Specialist

What will you enjoy doing (duties/tasks): Act in a manner which increases Customer satisfaction and loyalty, maximizes shipment profitability and decreases operating expenses Manage regular market updates and immediate support on market disruptions Responsible for getting customer approval for accessorial charges in real time. Explore upsell opportunities with the Shipper / customers (involve Sales Team - as applicable) Ensure that ocean export rate cards are filed with the FMC once the customer approves the rate card (if applicable). Explore new business opportunities with existing SME customers (e.g. new trade lanes or LCL business) Confirm all ocean freight rates are up to date before processing and obtain approval from customer or our destination offices. Creating offer and pricing for solutions covering ocean freight services for current Customers through internal pricing and trade channels Administrative activity of delivering quotations to potential and current Customers Follow-up with potential and current Customers about quotations made Request involvement of Sales Team for additional follow-up actions on quotations made Maintain information and new business opportunities in Schenker's CRM tool (SalesCloud) for relevant accounts for visibility purposes Comply with internal requirements and KPIs defined for the CRM tool (SalesCloud) Support new customer onboarding process Update, maintain & execute customer SOP's / guidelines Support and attend occasional customer visits and QBR's as required / directed by local Management Actively participate in growth efforts planned by the Sales organization for specific market opportunities and focus area Collaborate with various Trade Operating Centers to ensure shipments are booked, monitored, and scheduled for timely pickup profitability level as planned. Promptly respond to customer's emails, calls, inquiries on timely fashion

Proactively update customers on pending issues/concerns/inquiries Participate in necessary trainings on skills/product knowledge/market updates/system and process updates Identifies and acts on opportunities to increase revenue by offering additional services or forwarding potential sales leads. Assist with AR/billing issues for assigned accounts by working with TOC/billing team for resolutions Ensure valid quotations are in place Continuously obtain adequate shipping volume forecast information from Shipper and relay information to Operations Team and Destination Office Measure Award vs Actual volume and understand the deviations Generate operational reporting for Customer - as applicable Ensure compliance with Customer specific KPI's - as applicable Ensure sustainable retention and growth of existing SME customers in terms of volumes in line with annual targets set Provide alert for potential new business / or any existing business in jeopardy to management internally Resolution of formal customers claims and informal complaints Steer and organize sales activities for assigned, existing 'SME' accounts (as assigned by local Management)

Initiate credit check for Shipper/Customer and follow up on credit issues with Finance Team Export only: Handle continuous pre-shipment status follow-up with shipper and inform Destination office - as applicable Qualify booking request details against customer service agreement and current market conditions Request and receive pickup instructions from Shipper and relay to Operations Team Capture Shipper's booking request in TMS (TANGO) for file creation Facilitate communication between Customer and Export Customs Team - as applicable Receive and/or upload relevant Customer documents to digital archive (ODM) Import only: Receive customer booking and qualify booking request details against customer service agreement and current market conditions Approve booking to origin office, provide correction instructions to booking as necessary Facilitate communication between Customer, Shipper and Origin Export Team - as applicable Handle continuous pre-shipment status through follow-up with origin office